Question regarding Service Desk Analyst

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NoSnaiL

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#106319 22-Jul-2012 00:05

In the job advertise in Seek and geek zone

How do they differentiate between service desk analyst level 1, 2 and 3 ?
What are the job scope ?
I try to search but i cant find the answer

Thanks in advance

khull

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#659776 22-Jul-2012 08:22

From my understanding of our internal organization, the levels correspond to the nature of the support problem and technical support competency and the availability to act upon. If a problem can not be resolved at a level 1 ("shut up and reboot your computer", "is it turned on?"), it gets forwarded to level 2 and so forth. It probably corresponds to the remuneration as well.

btw without reading the ad, I'd say 'analyst' is just sugar coating the role.

gzt

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#659777 22-Jul-2012 08:22

Usually this is covered in the responsibilities outlined in the job description. Many large enterprises and businesses in NZ are somewhat small when compared to countries with larger populations. There is often less strict distinction between these roles and the scope of activities. The skills required and renumeration offered are more important.

Nety

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#659797 22-Jul-2012 09:38

http://en.wikipedia.org/wiki/Technical_support Look under Multi-tiered technical support

As gtz says in NZ often these rolls are somewhat blurred.

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vinnieg

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#659806 22-Jul-2012 10:07

Agree with all the above, it's basically:
Level 1 - Helpdesk analyst/Support
Level 2 - Desktop Technician
Level 3 - System administrator/engineer/network admin

But the lines here are still very blurred. Apply for a System admin, or network engineer and you could/will most likely find yourself on the help desk answering phones some of the time. So bear that in mind if you are experienced enough for a level 3 position. If the salary is good, and they ask "what are your thoughts on helpdesk" don't brush them aside with snide comments on how you are too advanced to work on helpdesk. Because you'll get turned down from the job.

I have moved across the ditch. Now residing in Melbourne as a VOIP/Video Technical Trainer/Engineer.

nzkiwiman

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#660923 24-Jul-2012 11:55

My second IT position was 'IT Support' and covered tiers 1-2 and later 3. By the 4th year I was starting to make some noise about still being paid tier 1 rates and doing this tier 3 work ..

My third IT position after quitting the above job (in protest), I am now a Systems Administrator doing tier 1 only stuff. With the same pay as my second position, and less hours and no responsibility.

xpd

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#660941 24-Jul-2012 12:12

Officially Im a Service Desk Admin, but I cover roles 1,2,3+ - it really depends how structured the company is etc.

Where I am now, we're reasonably relaxed, Ive got access to most things but not everything.

However at EDS where I was a Service Desk Analyst, I was in a role 1-1.5 - pretty much just ticketed stuff that I couldnt fix over the phone in 15mins. I had no access to anything except rebooting some VM's, and password reset on some mainframes.

XPD / Gavin

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